VERY APPALLING SERVICE SANTAM--NOTHING IS GOOD AND PROPER!

On the 19th September 2018 my mother's vehicle was involved in a car accident and was hit by a SANTAM CLIENT. I called the call center and spoke to Ruckayer and she gave me the claim number ********** 74 and the name and contact of the Legal Representative who is handling the claim . Puseletso Stefane. I called the Legal representative and found no satisfaction with her service. She gave me the run around telling me that I must call their client for the claim. She then referred my case to a Sibusiso Manana when speaking to him he advised that the Santam client does not have comprehensive cover, only Third party cover and he advised that Puseletso was not supposed to transfer the claim to him . After all the back and forth I spoke to Louise Du Plessis on the 21/09/2018 where she advised all the documents she needs as a third party client. She asked that the sketch of the accident, the police report , the reason why we hold their Santam client liable for the accident as well as the pictures of the damages vehicle. On the 25/09/2018 I emailed all those documents to Louise and she confirmed telephonically that she received them. I did not hear from Santam after that until I again emailed on the 27/09/2018 to Louise to follow UP and she gave me another lady who will handle the case Thembi Vilakazi. The same day I emailed Thembi she did not respond. This morning Thembi called me and told me that she is closing the claim and that Louise did not send her documents that I emailed . Worse I must call their client to ask him to open a third party claim. I am so sick of Santam no one is willing to assist . During my conversation with Sibusiso Manana he advised that their client is covered for third party only and this is a third party claim . WHY MUST I PUSH FOR SANTAM TO TAKE MY CLAIM . Their client gave his insurance details . Did he give them to us to do what with them . Can someone who is sensible look into this matter . Who must fix BMW320D when Santam client is wrong. What are the claim assessors for ? is their job not to find what is at fault . We are putting a third party claim who must liaise with Mr Odendall santam client to fix the damages . THIS IS NOT FAIR AND NO ONE TAKING THIS MATTER SERIOUS IM PUT FROM PILLAR TO POST . VERY ANGRY CLIENT !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!